Check with seller HCM - Customer Service Specialist Quận 8

Mô tả công việc On of the parts: 1. Live chat: - Consult, advise, and assist customers with products, brands, prices, campaigns, services, orders, and policies across all chat channels - Create sales opportunities by converting inquiries to orders across chat channels and reach revenue targets set by the company - Ensure all incoming chat requests from customers are acknowledged, owned, handled within agreed time, and handled professionally leaving a high customer experience - Have full understanding of Operations, Buying, Logistics, E-commerce, Marketing and Finance processes, together with customer service policies, to provide first level of customer support via chat channels with the highest quality and time service levels - Own all communications between the company and customers via chat channels, including Messenger, Facebook comments across all Maison Facebook pages, Instagram, Freshchat, Zalo, Viber, and platform chat applications (Lazada, Shopee, Tiki) - Escalate and transfer issues appropriately and correctly to the solutions team for requests that require further investigation 2. E-com / Hotline - Consult, advise, and assist customers with products, brands, prices, campaigns, services, orders, and policies via phone channels. - Greet new Maison Online customers and confirm order details with the highest quality and time service levels to increase the chance of successful deliveries. - Own all communications between the company and customers via phone channels, across hotlines. - Identify potential customers from phone communications, actively interact, and transfer sales opportunities to the tele sales team. - Have full understanding of Operations, Buying, Logistics, E-commerce, Marketing and Finance processes, together with customer service policies, to provide first level of customer support via hotline with the highest quality and time service levels. - Ensure all incoming phone requests from customers are acknowledged, owned, handled within agreed time, and handled professionally leaving a high customer experience. - Provide customer assistance in all operations related to orders, at each stage of the shipment, payment, return and refund processes; coordinate with internal teams to ensure all SLAs are met at each stage of the shipment, payment, return and refund processes. - Decrease the loss of opportunity in Maison Online sale funnel by converting failed, cancelled, rejected, and returned orders. - Escalate and transfer issues appropriately and correctly to the solutions team for requests that require further investigation. 3. Solutions / Email - Own all requests, issues and feedback improvements communicated directly by customers, or transferred by after sales and live chat teams. - Ensure all incoming email requests from customers are acknowledged, owned, handled within agreed time, and handled professionally leaving a high customer experience. - Own customer satisfaction monitoring initiatives, through CSAT and NPS programs, and follow-up on replies to gather and consolidate further insights. - Centralize customer feedback, coordinate with internal teams to provide an action plan in improving services & policies, and manage project plans until full completion. - Have a full understanding of Operations, Buying, Logistics, E-commerce, Marketing and Finance processes, together with customer service policies, to autonomously support customers in any given situation with the highest quality and time service levels. - Own all communications between the company and customers via email channels, whether as addressed to customer service or replies to newsletters and transactional emails. - Coordinate with Operations, Buying, Logistics, E-commerce, Marketing and Finance teams to investigate and solve customer issues and requests timely and with the highest service levels, escalating any issues appropriately and correctly. - Identify potential customers from email communications, actively interact, and transfer sales opportunities to the tele sales team. 4. Tele sale - Design tele sale programs in line with marketing campaign calendar for both offline and online, and build unique selling point and sale strategy. - Build segmented customer lists with call schedule in line with other channels in order to maximize the chance of successful sales while preventing intrusive and excessive interactions with customers. - Own all outgoing phone and SMS communications between the company and customers in the context of tele sales initiatives. - Assist customers to place orders, or place orders on behalf of customers, and reach revenue targets set by the company. - Consult, advise and assist customers with products, brands, prices, campaigns, services, orders, and policies via phone channels. - Have full understanding of Operations, Buying, Logistics, E-commerce, Marketing and Finance processes, together with customer service policies, to provide first level of customer support via hotline in case of customer inquiry during tele sales initiatives. - Escalate and transfer issues appropriately and correctly to the solutions team for requests that require further investigation in case of customer inquiry during tele sales initiatives. Quyền lợi được hưởng - 13th month salary bonus - Rewards for Bao Viet's Health Insurance Package - Enjoy insurance policies (social insurance, health insurance). - Bonus on the year-end profit of the company for the performance-based team - Enjoy a full holiday regime according to state regulations - Enjoy yourself when you get married, have children, birthdays, and Vietnamese women's day Yêu cầu kỹ năng - Graduated College. - Problem solving and analysis skills. - Experience from 1-2 years. - Proficient in Word, Excel, Outlook, Internet and Power Point. - Ability to adapt: Eager to learn - Well communication skill. - Friendly, enthusiastic, capable. - Withstand pressure. Liên hệ - Người liên hệ: Phòng Tuyển Dụng

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